Recording medium, conversation control method, and information processing apparatus

Abstract

A computer-readable recording medium stores therein a program for causing a computer to execute a process including: receiving, from an information processing terminal of a user, a start instruction for a conversation with a chatbot and attribute information of the user, obtained by the terminal; obtaining type information of the terminal; referring to a storage storing therein, for each user attribute, script information defining a process related to the conversation, determining, based on the attribute information, the script information to be used, and using the determined script information to start the conversation by the chatbot via the terminal, in response to the start instruction, when the type information corresponds to a specified information processing terminal; and displaying, by the terminal, information enabling selection of the script information, when the type information does not correspond to the specified information processing terminal, and using selected script information to start the conversation.

What is claimed is: 
     
       1. A computer-readable recording medium having stored therein a program for causing a computer to execute a process, the process comprising:
 receiving, from an information processing terminal used by a user, a start instruction for a conversation with a chatbot and receiving attribute information of the user, obtained by the information processing terminal; 
 obtaining type information of the information processing terminal; 
 referring to a storage storing therein, for each user attribute of a plurality of user attributes, script information that corresponds thereto and defines a process related to the conversation of the chatbot, determining, based on the received attribute information of the user, the script information to be used, and using the determined script information to start the conversation performed by the chatbot via the information processing terminal, in response to the start instruction for the conversation with the chatbot, when the obtained type information corresponds to a specified information processing terminal; and 
 displaying, by the information processing terminal, information enabling selection of the script information, when the type information does not correspond to the specified information processing terminal, and using selected script information to start the conversation performed by the chatbot via the information processing terminal. 
 
     
     
       2. The recording medium according to  claim 1 , wherein
 the script information describes therein a process of switching the conversation from chatbot-support to human-support when a specific condition is satisfied based on a conversation history of the chatbot. 
 
     
     
       3. The recording medium according to  claim 1 , wherein
 the script information describes therein a process of changing, based on a conversation history of the chatbot, options that are to be displayed by the information processing terminal. 
 
     
     
       4. The recording medium according to  claim 1 , wherein
 the user attributes are classified according to at least one of age, gender, and language. 
 
     
     
       5. The recording medium according to  claim 1 , wherein
 the user attributes are classified according to presence/absence of a companion. 
 
     
     
       6. A conversation control method executed by a computer, the method comprising:
 receiving, from an information processing terminal used by a user, a start instruction for a conversation with a chatbot and receiving attribute information of the user, obtained by the information processing terminal; 
 obtaining type information of the information processing terminal; 
 referring to a storage storing therein, for each user attribute of a plurality of user attributes, script information that defines a process related to the conversation of the chatbot, determining, based on the received attribute information of the user, the script information to be used, and using the determined script information to start the conversation performed by the chatbot via the information processing terminal, in response to the start instruction for the conversation with the chatbot, when the obtained type information corresponds to a specified information processing terminal; and 
 displaying, by the information processing terminal, information enabling selection of the script information, when the type information does not correspond to the specified information processing terminal, and using selected script information to start the conversation performed by the chatbot via the information processing terminal. 
 
     
     
       7. A conversation control apparatus, comprising:
 a memory; and 
 a processor coupled to the memory, the processor configured to: 
 receive, from an information processing terminal used by a user, a start instruction for a conversation with a chatbot and receive attribute information of the user, obtained by the information processing terminal; 
 obtain type information of the information processing terminal; 
 refer to a storage storing therein, for each user attribute of a plurality of user attributes, script information that defines a process related to the conversation of the chatbot, determine, based on the received attribute information of the user, the script information to be used, and use the determined script information to start the conversation performed by the chatbot via the information processing terminal, in response to the start instruction for the conversation with the chatbot, when the obtained type information corresponds to a specified information processing terminal; and 
 display, by the information processing terminal, information enabling selection of the script information, when the type information does not correspond to the specified information processing terminal, and use selected script information to start the conversation performed by the chatbot via the information processing terminal.